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Customer Relationship Executive

Date: 03-Oct-2021

Location: Singapore, Singapore

Company: Singtel Group

 

Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.

 

Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.

 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020

 

 

Key Responsibilities:

 

  • Communicate politely and timely with customers and stakeholders via SMS, email, letter, face to face and telephone calls
  • Investigate and solve customers' long-standing or compelx problems passed on by the authorities (CASE, MP, IDA, MDA) and stakeholders within the company
  • Demonstrate awareness of customers' needs by taking actions tailored to the customers' needs and requirements
  • Provide effective service recovery in addressing customers' needs by ensuring compliance to service recovery procedures and minimising costs through corrective actions
  • Provide timely and accurate update of assigned cases to Management Team, respective authorities and stakeholders
  • Identify and highlight issues that impact policies, processes and procedures for the necessary changes/improvements
  • Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of process improvement
  • Be the voice of the customers: suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department
  • Keep abreast of developments and changes in products, services, policies and procedures
  • Participate in a variety of special projects as requested, including explorations of system or process improvements etc.

 

Skills and Requirements:

  • A Diploma in any discipline with credit in English, bonus if have University Degree
  • Minimum 2 years relevant working experience in a fast-paced environment and service industry
  • Good computer literacy with Microsoft Office applications
  • Possess strong customer service orientation and proven excellent customer service skills
  • Demonstrate ability to interpret customer needs correctly
  • Possess politeness, confidence, tact, patients and diplomacy while dealing with complex problems and irate customers
  • Bonus if possess good command of spoken second language and/or dialects
  • Bonus if possess technical knowledge and/or have interest in keeping oneself updated on IT Trends

 

 

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.